Irish Water Charges Plan

Scheme of charges applicable from 1st

May 2020 to 31st

December 2020

Water and Wastewater charging arrangements for Domestic and

Non-Domestic Customers

Reg_PP_IW-WCP-001

1st May 2020

2

Table of contents

1 Introduction to our charges 3

2 Domestic Water Supply and Wastewater charging arrangements 6

3 Non-domestic Water Supply and Wastewater charges 8

4 Public group water schemes 11

5 Connections 12

6 Additional Services 16

7 Customer assistance 17

Appendix 1 – Definition of Terms 18

Appendix 2 – Context to water charges plan 24

3

1 Introduction to our charges

Following the Commission for Regulation of Utilities (CRU) decision in July 20191 a

new enduring non-domestic tariff framework was due to come into effect on the 1st

May 2020. However, this has been deferred as a result of COVID-19. This decision

was taken by Irish Water2 with the support of the CRU3 and the Department of

Housing, Planning and Local Government4. This situation will be reviewed in the

coming months in light of emerging developments with COVID-19. Until then Irish

Water will continue to maintain non-domestic tariffs in accordance with the

structures and arrangements applicable prior to 1st January 2014.

Irish Water does not apply charges to Domestic Customers for the provision of

Water Supply or Wastewater services except in certain specific circumstances.

The Water Services Act 20175 provides that charges to Domestic Customer will

only apply in cases where the volume of Water Services consumed exceeds the

213,000 litres annual Threshold Amount6. The Act also provides for an additional

Allowance Amount for Domestic Premises with more than four occupants7, and for

exemptions in the cases of certain medical needs. On 17th July 2019 the CRU

published its decision on the Household Water Conservation policy (Excess Use

Charges)8. However, liability for Excess Use Charges will not commence until Q4

2020 at the earliest.

The rules and processes underpinning Excess Use Charges are currently being

determined by the Minister for Housing, Planning and Local Government, the CRU

and Irish Water and will be included in a future version of the water charges plan

(see Section 2.1).

Consistent with the previous version, this water charges plan reflects the CRU’s

decisions on Irish Water’s allowed revenue for the Revenue Control period from 1st

January 2020 to 31st December 20249.

The services provided by Irish Water are those related to the provision of Water Supply and

Wastewater services to Domestic and Non-Domestic Customers. Irish Water does not apply charges

to Domestic Customers except in certain circumstances relating to Connection services, Excess Use

and Additional Services. Liability for Excess Use Charges will not commence until Q4 2020 at the

earliest. Irish Water applies charges with respect to the cost incurred by Irish Water in providing Water

Supply and Wastewater services to Non-Domestic Customers and in providing Connection services

and Additional Services to all Customers.

1 Decision on Irish Water’s Non-Domestic Tariff Framework CRU/19/074

2 Irish Water defers the introduction of new business charges to support businesses as a result of COVID-19

3 CRU Agrees Deferment of Irish Water Non-Domestic Charging Framework 4 Government’s COVID-19 Press Briefing 31st March 2020

5 Water Services Act 2017, number 29 of 2017, 17th November 2017.

6 Water Services Act 2007 (Threshold Amount and Allowance Amount) Order 2017, clause 2.

7 Water Services Act 2007 (Threshold Amount and Allowance Amount) Order 2017, clause 3

8 Decision on Household Water Conservation policy (Excess Use Charges).

9 Decision on Irish Water Revenue for 2020 to 2024.

4

The water charges set out in this document represent the charges for providing Water Services in line

with our Terms and Conditions but do not limit the right of Irish Water to recover (i) additional charges

from Non-Domestic Customers who receive non-standard Water Services or (ii) costs from Customers

who do not comply with their responsibilities and duties under the 2014 Act, the 2013 Act or the 2007

Act or related legislation and where such costs are recoverable by Irish Water pursuant to all such

legislation.

1.1 How to contact us

If Customers have queries about any of our charges, or if assistance is needed with any element of

the provision of Water Services, Irish Water can be contacted by telephone, email or web as follows:

Figure 1.1 Irish Water contact details

Domestic account query

Lines Open

1850 448 448 or + 353 1 707 2824

9am to 5.30pm Monday to Friday

Non-Domestic account query

Lines Open

1850 778 778 or + 353 1 707 2827

24 hours a day, 7 days a week

Water or Wastewater emergencies

Lines Open

1850 278 278 or + 353 1 707 2828

24 hours a day, 7 days a week

Address PO Box 860, South City Delivery Office, Cork City

Twitter @IWCare

Website www.water.ie

1.2 What services will Irish Water charge for?

Our service charges are:

Water Supply charges – when a Non-Domestic Customer Premises is connected (directly or

indirectly) to Irish Water’s Water Supply network.

Wastewater charges – when a Non-Domestic Customer Premises is connected (directly or

indirectly) to Irish Water’s Wastewater network; and

Other service charges – for services that Irish Water provides to Domestic and Non-Domestic

Customers, such as:

- Connection services for Irish Water’s Water Supply and Wastewater networks;

- Certain instances where a Customer requests that Irish Water carry out Additional

Services (for example meter testing or special meter read requests).

1.3 Water charges plan structure

This water charges plan is structured as follows:

section 2 sets out revised domestic Water Supply and Wastewater charging arrangements;

section 3 sets out Non-Domestic Customer charges;

section 4 sets out the charging arrangements for group water schemes connected to the

public Water Main;

section 5 sets out applicable charges for Connection to Irish Water’s Water Supply and

Wastewater networks;

5

section 6 sets out charges for Additional Services carried out by Irish Water at a Customer’s

request; and

section 7 sets out contact details if Customers require advice.

6

2 Domestic Water Supply and Wastewater charging

arrangements

2.1 Liability for charges

Domestic Customers are not liable for charges for domestic Water Supply and Wastewater Services

except in certain circumstances relating to Excess Use. For the period until at least the end of Q3

2020 Domestic Customers will not be liable for charges for domestic Water Services in any

circumstances.

Liability for Excess Use Charges will not commence until Q4 2020 at the earliest. Liability for Excess

Use Charges will only apply to Domestic Customers where the volume of Water Services consumed

exceeds the Threshold Amount and additional Allowance Amount (if applicable).

‘Threshold Amount’ means the 213,000 litres per year Threshold Amount as specified in the Water

Services Act 2007 (Threshold Amount and Allowance Amount) Order 2017. Charges to Domestic

Customers will only apply in cases where the volume of Water Services consumed exceeds the

annual Threshold Amount.

‘Allowance Amount’ means the 25,000 litres per year allowance (additional to the Threshold

Amount) for each additional occupant above four as specified in the Water Services Act 2007

(Threshold Amount and Allowance Amount) Order 2017.

The legislation10

which has been put in place provides that Irish Water:

i. shall not charge a Domestic Customer for Water Services provided over a 12 month period,

unless the Water Services so provided exceed the Threshold Amount;

ii. shall give a notice to a Domestic Customer to whom, over a 12 month period, the Water

Services so provided exceed the Threshold Amount;

iii. shall (in the notice) inform the Domestic Customer that Excess Use Charges shall apply if the

Threshold Amount continues to be exceeded over the 6 month period beginning on the day of

the giving of the notice; and

iv. shall apply Excess Use Charges to Domestic Customers for any such Water Services that

exceed the Threshold Amount

- during that 6 month period, and

- during any period after the expiration of that 6 month period.

The Threshold Amount and Allowance Amount have effect on and from 1st January 2018, although

consumption until the end of Q3 2020 (at the earliest) will never be subject to Excess Use Charges.

Therefore Irish Water’s Domestic Customers will not be liable for charges for Water Services provided

to a Dwelling until Q4 2020 at the earliest. Irish Water will not issue bills for Water Services provided

to a Dwelling above the Threshold Amount before 1st January 2022, and these bills will cover a

period commencing in Q4 2020 at the earliest11

.

The Water Services Act 2017 provides that the Minister for Housing, Planning and Local Government:

i. may prescribe minimum periods, within a specified period, during which an individual is

required to reside in a Dwelling in order to be considered ordinarily resident in the Dwelling;

10

The Water Services Act 2017 amended the Water Services Act 2007 by inserting sections 53 (C) and 53 (D). 11

For the avoidance of doubt, there will be no liability for charges for domestic Water Services until Q4 2020 at the earliest.

7

ii. shall prescribe matters12

relating to an application for, and confirming continued entitlement

to, an exemption from Excess Use Charges on medical grounds.

A future version of the Water Charges Plan approved by the CRU will set out Excess Use Charges. It

will also set out the associated rules and processes including any direction provided by the Minister

for Housing, Planning and Local Government regarding (i) and (ii) above.

2.2 Discounts for water not fit for human consumption

Irish Water’s is focused on providing water that is fit for human consumption and our goal is to provide

this service uniformly across the country. Where this level of service is compromised and water is

deemed unfit for human consumption, Irish Water has provided a tariff discount in certain situations.

Specifically, water quality related discounts applied in the following instances:

Where a Boil Water Notice is issued meaning it is essential for Domestic Customers to boil all

water used in the preparation of food and for direct consumption;

Where a Drinking Water Restriction Notice is served on an Occupier advising the occupants

not to use the water for drinking or food preparation.

Given that Boil Water and Drinking Water Restriction Notices imply that water is unfit for human

consumption, Irish Water considered that Domestic Customers subject to such notices should qualify

for a tariff discount (subject to certain qualifications). A future version of the Water Charges Plan

approved by the CRU will set out Excess Use Charges. This update will include a review of provisions

for discounts for water not fit for human consumption in the context of Excess Use Charges.

12

Section 13(5) of the Water Services Act 2017 sets out a list of matters that the Minister shall prescribe.

8

3 Non-domestic Water Supply and Wastewater charges

From October 1st 2014 non-domestic Water Supply and Wastewater charges are set by this water

charges plan. Since 1st January 2014, Irish Water has had responsibility for charging Non-Domestic

Customers. Consistent with legislation and following a review of the non-domestic data available to

Irish Water, and considering its ability to implement a tariff decision in time for 1st January 2014, Irish

Water decided to retain charges for Non-Domestic Customers on the same basis as charged by the

Local Authorities on 31st December 2013.

A new enduring non-domestic tariff framework was due to come into effect on the 1st May 2020.

However, this has been deferred as a result of COVID-19. This decision was taken by Irish Water13

with the support of the CRU14

and the Department of Housing, Planning and Local Government15

.

This situation will be reviewed in the coming months in light of emerging developments with COVID-

19. Until a new date for implementation has been agreed by Irish Water, CRU and the Department,

Irish Water will continue to maintain non-domestic tariffs in accordance with the structures and

arrangements applicable prior to 1st January 2014. Each Non-Domestic Customer will now continue to

be charged in line with arrangements currently in place in their Local Authority area until the enduring

tariff framework is in place. Current payment options and terms also remain unchanged. For ease of

reference, Irish Water has set out a comprehensive listing of the current non-domestic charges for

each Local Authority area on our website.

In the interim period from 1st October 2014 until a new date for implementation has been agreed by

Irish Water, CRU and the Department and the enduring tariff framework is in place, Irish Water will

include a provision in all new contracts entered into with Non-Domestic Customers reflecting that

tariffs are liable to change in line with the CRU’s approval of an enduring tariff framework.

There are 2 specific elements of the current non-domestic tariff arrangements which have changed.

Section 3.1 refers to revised arrangements for Mixed Use Customers (applicable from 1st April 2016)

and Section 3.2 refers to revised arrangements for Non-Domestic Customers subject to a Boil Water

or Drinking Water Restriction Notice (applicable from 1st October 2014).

3.1 Mixed use Customers

Customers that use Water Services for both domestic and non-domestic uses are termed Mixed Use

Customers. These Customers were billed for the domestic component of their consumption during the

period 1st January 2015 to 31

st March 2016. The Water Services Act 2017 means that Mixed Use

Customers are no longer liable for charges for domestic Water Services.

The non-domestic component of Mixed Use Customers’ consumption will continue to be charged as

per current non-domestic tariff arrangements:

1. For metered Mixed Use Customers the volume to be charged at the non-domestic rate

will continue to be the metered volume in excess of the current Local Authority Domestic

Allowance (i.e. the non-domestic component); and

2. For unmetered Mixed Use Customers the amount to be charged will continue to be the

Local Authority assessed charge less the value of the Local Authority Domestic

Allowance where applicable.

Current Local Authority Standing Charges and unit rates still apply to the non–domestic consumption.

13

Irish Water defers the introduction of new business charges to support businesses as a result of COVID-19 14

CRU Agrees Deferment of Irish Water Non-Domestic Charging Framework 15

Government’s COVID-19 Press Briefing 31st March 2020

9

3.2 Non-domestic discounts for water not fit for human

consumption

Irish Water’s objective is to provide potable water for human consumption uniformly across the

country. Where this level of service is compromised and water is deemed unfit for human

consumption, Irish Water will provide a discount in certain situations. Specifically, water quality related

discounts will apply for Non-Domestic Customers in the following instances:

Where a Boil Water Notice is issued meaning it is essential for Non-Domestic Customers to

boil all water used in the preparation of food and for direct consumption;

Where a Drinking Water Restriction Notice is served on an Occupier advising the occupants

not to use the water for drinking or food preparation.

Given that Boil Water and Drinking Water Restriction Notices imply that water is unfit for human

consumption, Irish Water considers that Non-Domestic Customers subject to such notices should

qualify for a tariff discount (subject to certain qualifications set out below).

For Non-Domestic Customers on Boil Water or Drinking Water Restriction Notices, Irish Water will

apply a discount of 40% of the Water Supply Volumetric Charge, subject to certain conditions.

Table 3.1 Tariff discounts for Non-Domestic Customers on Boil Water or Drinking Water

Restriction Notices

Billing status Water Supply Volumetric

Charge

Wastewater Service Volumetric

Charge

Non-Domestic Metered and

Unmetered Customers

40% discount No discount on Wastewater

service charge

Conditions:

1. Non-Domestic Customers whose annual consumption is less than 50,000m3 will have a 40%

discount applied.

2. Non-Domestic Customers identified as Large Water Users (i.e. whose annual consumption is

equal to or greater than 50,000m3) will be assigned a discount up to 40% on their Water

Supply Volumetric Charge. Some non-domestic Large Water Users typically consume a

large portion of water for industrial process purposes rather than for human consumption

purposes and it is only in the event of such circumstances that Irish Water will apply a lower

(than 40%) discount. The level of discount applied will be in proportion to the volume of water

intended for human consumption. The CRU decision sets out the following key aspects for

how the appropriate discount will be determined for Large Water Users16,17

:

A. Large Water Users involved in the provision and manufacture of food and drink

products will have a 40% discount applied;

B. Large Water Users not involved in the provision and manufacture of food and drink

products will have a default discount of 5% applied; and

16

See CRU Decision – Method for Applying Discounts for Water not Fit for Human Consumption to Large Non-Domestic Customers – CER/15/182. 17

See Water Quality and Large Non-Domestic Customer Tariff Discounts – CER approved process – CER/15/183.

10

C. Labour intensive Large Water Users who believe a 5% discount may underestimate

the proportion of their water which is used for human consumption may request to be

treated on a case-by-case basis according to the following formula:

Percentage discount =

Number of FTE employees ×(average daily water consumption per employee ×365)

Total annual water consumption sourced from Public Water Main

where the average daily water consumption per employee is assumed to be 22 litres.

3. 40% is the maximum discount applicable to a Non-Domestic Customer in receipt of a Boil

Water or Drinking Water Restriction Notice.

4. Tariff discounts for Non-Domestic Customers apply from 1st October 2014.

5. Non-Domestic Customers qualifying for a discount will be subject to a discount for the Water

Supply component of their bill only.

6. Discounts will only apply if a Boil Water/Drinking Water Restriction Notice is in place for

greater than 24 hours (subject to condition 8 below).

7. For Boil Water/Drinking Water Restriction Notices greater than 24 hours, a full day’s discount

will be applied to each subsequent day for which a notice is in place.

8. Discounts will not be provided for Force Majeure events.

9. In circumstances where Non-Domestic Customers have not yet migrated to Irish Water’s

billing system, any applicable discount will be applied retrospectively post migration or earlier

if feasible.

10. Once a Non-Domestic Customer migrates to Irish Water’s billing system, Irish Water will

automatically apply the discount as a credit to each applicable Non-Domestic Customer’s

account. If a Non-Domestic Customer is in receipt of a Boil Water/Drinking Water Restriction

Notice but does not receive their applicable credit, that Non-Domestic Customer can request

their credit from Irish Water as follows:

Figure 3.1 Irish Water contact details

Non-Domestic account query

Lines Open

1850 778 778 or +353 1 707 2827

9am to 5.30pm Monday to Friday

Water or Wastewater emergencies

Lines Open

1850 278 278 or + 353 1 707 2828

24 hours a day, 7 days a week

Address PO Box 860, South City Delivery Office, Cork City

Twitter @IWCare

Website www.water.ie

11

4 Public group water schemes

There are separate funding and regulatory requirements in place for the group water sector. These

are set by the Department of Housing, Planning and Local Government and govern relations with the

group water scheme sector, and influence the level of charges for individual Customers. Group water

schemes which are connected to the public Water Main purchase water in bulk from Irish Water (for

onward supply to their Customers) and so are deemed as a class of Non-Domestic Customer of Irish

Water. Irish Water will maintain tariffs in accordance with the structures and arrangements applicable

prior to 1st January 2014 until an enduring tariff framework is in place.

12

5 Connections

Irish Water applies charges for Connection to the water and Wastewater Network. These charges are

to be applied in accordance with Irish Water’s Connection Charging Policy, as approved by the CRU

on 18th December 2018. Under the Connection Charging Policy, a Connecting Party must contribute

to the cost of providing their Connection, including a contribution to the cost of providing Network

Infrastructure to facilitate the Connection. The Connection Charging Policy is based on establishing

Standard Connection Parameters and Standard Connection Charges for the majority of Connections.

Some Connections may inevitably have additional Quotable Charge elements, dependent on

Customer specific load or volume requirements, site specific factors and distance from the Network.

5.1 Standard Connection Charges

This section outlines the charges payable to Irish Water for a Connection to the water and wastewater

Network that meets the Standard Connection Parameters18

. These charges are set out below and

were approved by the CRU on 18th December 2018 following a public consultation and came into

effect on 1st April 2019.

Table 5.1 Standard Connection Charge(s) - Water

Category19

Service Pipe Size (mm) Connection Charge (€)

Single Domestic (1 Unit) 25 2,272

Domestic Development ( 2- 5

Units)*

Dependent on number of Units 2,272

Domestic Development (6 -

100 Units)*

Dependent on number of Units 1,848

Domestic Development (>100

Units)*

Dependent on number of Units 1,708

Non Domestic Small 1 25 2,272

Non Domestic Small 2 32 8,781

Non Domestic Medium 1 50 19,371

Non Domestic Medium 2 80 29,645

Non Domestic Medium 3 100 46,179

Non Domestic Medium 4 150 83,900

Non Domestic Medium 5 200 149,692

Non Domestic Large 1 250 Quotable

Non Domestic Large 2 300 Quotable

Non Domestic Large 3 350 Quotable

* A Connection Charge applies per each individual unit per application

18

For more details as to the Standard Parameters please refer to the Irish Water Connection Charging Policy. 19

For more details as to these categories please refer to the Irish Water Connection Charging Policy.

13

Table 5.2 Standard Connection Charge(s) - Wastewater

Category20

Service Pipe Size (mm) Connection Charge (€)

Single Domestic (1 Unit) 100 3,929

Domestic Development (2 - 5

Units)*

Dependent on number of Units 3,929

Domestic Development (6 -

100 Units)*

Dependent on number of Units 3,499

Domestic Development (>100

Units)*

Dependent on number of Units 3,381

Non Domestic Small 100 3,929

Non Domestic Medium 1 150 23,344

Non Domestic Medium 2 225 226,571

Non Domestic Large 1 300 Quotable

Non Domestic Large 2 375 Quotable

Non Domestic Large 3 450 Quotable

*A Connection Charge applies per each individual unit per application

Notes:

1. Any Connection(s) that are outside the Standard Connection Parameters outlined in this section will be liable for additional Quotable Charges (or the charge will be entirely quotable).

2. Charges in respect of exceptional requirements may apply in certain cases. These circumstances are outlined in the Connection Charging Policy.

Table 5.3 Standard Charge for Service Connection Infrastructure beyond 10m, up to 15m in

length

Service Connection Infrastructure Per meter charge (€)

Water (25mm pipe diameter) 358

Wastewater (100mm pipe diameter) 442

Notes:

1. Any Service Connection Infrastructure that exceeds 15 meters in total length will be liable for:

The Standard Connection Charge (that includes the provision of Service Connection

Infrastructure of 10m in length); and

The Standard Charge for each additional meter of Service Connection Infrastructure that

exceeds 10m in length; up to a maximum of 15 meters); and

Quotable Charges for each meter of Service Connection Infrastructure that exceeds 15

meters in length.

20

For more details as to these categories please refer to the Irish Water Connection Charging Policy.

14

2. For Connections with a pipe size (diameter) greater than a 25mm pipe (water) or 100mm pipe

(wastewater), a Quotable Charge will apply for Service Connection infrastructure that exceeds

10m in length.

5.2 Quotable Charge(s)

Quotable Charge(s) may apply if the scope of the Connection is outside the Standard Connection

Parameters. Quotable Charges will be determined by the additional scope of works required to

deliver a specific Connection in line with the Irish Water Standard Details21

, the Irish Water Codes of

Practice for Water and Wastewater Infrastructure22

and the Connection Charging Policy23

.

Notes:

1. Some specific Connections will incur a charge for Treatment Infrastructure, including

Acceleration Charges where applicable, as detailed in the Connection Charging Policy.

Where charges apply in respect of Treatment Infrastructure, these will be Quotable Charges

2. Where a mains or Sewer extension is required for a Connection, Quotable Charges will apply.

In general, for a mains/Sewer extension, the scope of works carried out by Irish Water

includes the following:

Materials required to complete the extension.

Excavation in all surface categories, temporary and permanent reinstatement in all

surface categories.

Works required for Connection to the distribution or trunk water main/main Sewer,

commissioning and testing.

Traffic management, road opening licence and associated cost, night time working hours,

liaison with local authorities and agencies.

3. For certain Connections the procurement process will need to be managed via a Major

Connection Agreement. The Connection Charge will include Quotable Charges in respect of

project management, detailed design, construction/materials, wayleaves/CPO/land acquisition

and legal costs.

5.3 Miscellanous Connection Requests

The Connection Charging Policy24

sets out a number of Miscellanous Connection Requests and the

circumstances in which charges will apply. Miscellanous Connection Requests for which charges may

apply are as follows:

Permanent Disconnection (where permissible)

Re-connection

Modifications to existing Connections

Temporary Connections

Unauthorised Connections

Connecting Through Third Party Infrastructure

Connection of Group Water Schemes

Group Appraisals

21

Irish Water Standard Details 22

Irish Water Codes of Practice for Water and Wastewater Infrastructure 23

Irish Water Connection Charging Policy 24

Irish Water Connection Charging Policy

15

Self-Lay Connections

Diversion of Infrastructure

Build over of Infrastructure

Fire Flow Requirements

The charge for a Miscellaneous Connection Request will be based on Standard Connection Charges

and/or Quotable Charges, as applicable, in accordance with the Connection Charging Policy. The

charges will be set out in the Connection Agreement.

16

6 Additional Services

Additional charges will apply where Irish Water provides Additional Services at the request of

Customers. Irish Water will retain Additional Services and charges for Non-Domestic Customers as

applied by the Local Authorities on 31st December 2013. The charges that apply for Domestic

Customers for Additional Services carried out by Irish Water are set out in Table 6.1.

Table 6.1 Charges for Additional Services

Service Charge

Special meter read provision €17

Meter testing €100

Irish Water has provided an overview of each Additional Service below:

a) Special Meter Read

A special meter read will be conducted if the Customer has requested a meter read to be undertaken

outside of the normal meter reading schedule.

b) Meter Testing

If a Customer believes that their water meter is not registering accurately, Irish Water will arrange to

have it tested. If the meter is within the accepted Irish Water tolerances, a “testing fee” will be

allocated. If the meter is not accurate to within such tolerances, the Customer will not be charged.

17

7 Customer assistance

Customers should contact us via the contact details below.

Figure 7.1 Irish Water contact details

Domestic account query

Lines Open

1850 448 448 or + 353 1 707 2824

9am to 5.30pm Monday to Friday

Non-Domestic account query

Lines Open

1850 778 778 or +353 1 707 2827

9am to 5.30pm Monday to Friday

Water or Wastewater emergencies

Lines Open

1850 278 278 or + 353 1 707 2828

24 hours a day, 7 days a week

Address PO Box 860, South City Delivery Office, Cork City

Twitter @IWCare

Website www.water.ie

This water charges plan is subject to approval by the CRU. The CRU is the economic regulator of the

water industry in Ireland, approving the level of Water Services charges that Irish Water can apply to

our Customers. The CRU can be contacted on:

The Commission for Regulation of Utilities, The Exchange, Belgard Square North, Tallaght, Dublin

24

Telephone: 1890 404 404 or 01 4000 800

Email: info@cru.ie

http://www.cru.ie/

7.1 Customer complaints

Customers who wish to make a complaint about any aspect of Irish Water’s services should contact

Irish Water using any of the contact details below.

Figure 7.2 Irish Water contact details

Domestic account query

Lines Open

1850 448 448 or + 353 1 707 2824

9am to 5.30pm Monday to Friday

Non-Domestic account query

Lines Open

1850 778 778 or +353 1 707 2827

9am to 5.30pm Monday to Friday

Address PO Box 860, South City Delivery Office, Cork City

Twitter @IWCare

Website www.water.ie

18

Appendix 1 - Definition of Terms

In this water charges plan, unless the context otherwise requires:

‘2007 Act’ means the Water Services Act 2007.

‘2013 Act’ means the Water Services (No. 2) Act 2013.

'2014 Act' means the Water Services Act 2014.

‘2017 Act’ means the Water Services Act 2017.

‘Acceleration Charges’ means the charges that apply where Irish Water is required to construct or

upgrade or carry out works on Treatment Infrastructure in advance of the timing requirements

identified in the Capital Investment Plan. Acceleration Charges are payable to cover all costs

associated with providing the Treatment Infrastructure at an earlier date.

‘Additional Services’ means any works or services delivered to the Customer by or on behalf of Irish

Water in relation to but excluding the provision of Water Services.

‘Allowance Amount’ means the 25,000 litres per year allowance (additional to the Threshold

Amount) for each additional occupant above four as specified in the Water Services Act 2007

(Threshold Amount and Allowance Amount) Order 2017.

‘Annual Allowance’ means the total allowance provided to a Dwelling (or household) per year; the

213,000 litres per year Threshold Amount plus the 25,000 litres per year Allowance Amount

(additional to the Threshold Amount) for each additional occupant above four as specified in the

Water Services Act 2007 (Threshold Amount and Allowance Amount) Order 2017.

‘Boil Water Notice’ means a notice issued by Irish Water, after consultation with the HSE or the EPA

specifying the restriction of the use of a Water Supply, and/or advising Customers to boil water when

a community's drinking water is, or could be, contaminated by pathogens. Harmful micro-organisms

are often described as pathogens and common causes of Boil Water Notices include E.coli and

cryptosporidium contamination of the Water Supply.

‘Build Over Agreement’ means a written agreement signed between the Connecting Party and Irish

Water which, amongst other things, (a) grant’s Irish Water’s consent to and (b) sets out the

commercial and technical terms governing, the building over (or building near) parts of the Network

that are located under the ground.

‘Capital Investment Plan’ means the document published by Irish Water, required under Section 34

of the 2013 Act.

‘Connecting Party’ means any entity or person who has entered into a Connection Agreement with

Irish Water.

‘Connection’ means the physical Connection of a Customer’s Premises to the Network to facilitate

the provision of Water Services to the Customer’s Premises.

‘Connection Agreement’ means the written agreement signed between the Connecting Party and

Irish Water setting out, amongst other things, the commercial and technical terms governing the

Connection, including the Connection Charge. For the purposes of this document, and where

appropriate, the term ‘Connection Agreement’ also includes a Build Over Agreement, a Diversion

Agreement or a Project Works Service Agreement (and, in such circumstances the reference to

‘Connecting Party’ in this Water Charges Plan shall be read as referring to any person or entity who

has entered into a Diversion Agreement, a Build Over Agreement, or a Project Works Service

Agreement with Irish Water).,

19

Connection Assets: means all the infrastructure required to provide, or facilitate the provision of the

Connection as is set out in more detail in section 5 of the Connection Charging Policy.

“Connection Charge(s)” means the charge for provision of the Connection Assets (and any

incidental, related or associated works).

‘Connection Charging Policy’ means the policy (as may be amended from time to time), approved

by the CRU, which sets out how Irish Water should charge for a Connection.

‘Connection Offer’ means the written offer that is issued to the Connecting Party by Irish Water and

which details all of the terms and conditions upon which Irish Water is willing to offer a Connection to

the Connecting Party (including the amount of the Connection Charge). The issue of a Connection

Offer is, at all times, a matter for the discretion of Irish Water (acting reasonably) and the Connection

Offer includes and incorporates (where appropriate) all documents attached to and/or referenced in it

(where the context so permits).

‘CRU’ means the Commission for Regulation of Utilities.

‘Customer’ means in relation to the provision of Water Services, the Occupier of the Premises in

respect of which the Water Services are provided.

‘Customer Drain’ means a drainage pipe, or system of such pipes and related fittings for collection of

Wastewater, (that is not owned by, vested in or controlled by Irish Water, and that is not a service

Connection), which is used or to be used as the case may be, to convey Wastewater from one or

more Premises or to any Wastewater treatment system on a Premises where the Wastewater is

generated.

‘Diversion Agreement’ means a written agreement made between a Connecting Party and Irish

Water which, , amongst other things, sets out the terms and conditions upon which Irish Water

consents, at the request of the Connecting Party to the diversion of parts of the Network.

‘Domestic Customer’ means a Customer occupying a Domestic Premises.

‘Domestic Premises’25

means a building or part of a building used by a person as his or her place of

private residence (whether as his or her principal place of such residence or not) and includes

accommodation provided in such residence to one or more students to enable them to pursue their

studies on a full time basis but does not include any part of a building used for the provision, for the

purposes of reward, with a view to profit or otherwise in the course of business, of accommodation,

including self-catering accommodation, (other than accommodation provided in a place of private

residence aforesaid to one or more students for the purposes aforesaid) unless the person to whom

the accommodation is so provided uses the accommodation as his or her principal residence.

‘Domestic Purposes’ means provision of Water Services for day to day domestic requirements

including drinking, washing and sanitation.

‘Drinking Water Restriction Notice’ means a notice issued where there is a contamination of the

Water Supply and boiling is not sufficient to make the water potable. Drinking Water Restriction

Notices are typically caused by chemical contamination with an immediate risk to public health, for

example, pesticides.

‘Dwelling’ means a Premises occupied by a person as his or her place of private residence (whether

or not as his or her Principal Private Residence).

‘Emergency’ means any situation identified by Irish Water (acting in its discretion) to be an

Emergency, including:

25

Definition applied as per Section 105 of the 2007 Water Services Act.

20

a. an Emergency endangering persons and/or property; or

b. where the Water Supply to the Customer or to other Customers is limited or unavailable; or

c. an immediate threat to public health or the environment.

‘Excess Use’ means the use of Water Services by a Dwelling over the Annual Allowance.

‘Excess Use Charge(s)’ means a charge or charges for the use of Water Services by a Dwelling over

the Annual Allowance.

‘Force Majeure’ means any individual or series of acts, events, omissions or non-events beyond a

Party’s reasonable control or which could not have reasonably been prevented or the consequences

of which could not have reasonably been prevented and which has the effect of preventing a party

from complying with its obligations under Irish Water’s standard Terms and Conditions, including an

Emergency, acts of God, riots, war, acts of terrorism, strikes (other than labour disputes involving Irish

Water employees), fire, flood, storm, data virus, utility failure (other than a failure by Irish Water),

drought, sonic boom, radiation contamination, earthquake or shortage or contamination of Water

Supply.

‘Irish Water’ means Irish Water (Uisce Éireann) a company incorporated in Ireland (company

registration number 530363) and having (as at 1 October 2014) its registered office at 24-26 Talbot

Street, Dublin 1.

‘Irish Water Codes of Practice for Water and Wastewater Infrastructure’ means the documents,

published on the Irish Water website26

that outline to the Connecting Party acceptable typical design

and construction standards that are required by Irish Water for the provision of water and wastewater

infrastructure which is to be connected to the Network (the version applicable being the one as at the

date of carrying out of the works relating to the Connection).

‘Irish Water Financial Security Policy’ means the policy, published on the Irish Water website27

that

sets out, among other things, the forms of security cover acceptable to Irish Water.

‘Irish Water Standard Details’ means the documents, published on the Irish Water website28

that set

out the technical requirements for the construction of water and wastewater infrastructure within

domestic developments (the version applicable being the one as at the date of the carrying out of the

works relating to the Connection.

‘Large Water User’ means a Non-Domestic Customer whose annual water consumption exceeds29

50,000m3 .

For the purposes of the water charges plan, the Large Water User definition will be

specifically used to segment Non-Domestic Customers for the purposes of applying discounts for

water not fit for human consumption.

‘Local Authority’ means the county council or city council (as defined in the Local Government Act

2001) responsible for the functional area in which the Premises is located.

‘Local Authority Domestic Allowance’ means allowances available for Mixed Use Premise where

water is used partly for Domestic Purposes, for which non-domestic charges are not levied, and partly

for Non-Domestic Purposes, for which non-domestic charges are levied.

‘Local Infrastructure’ means the infrastructure that is to be installed within the boundary of a

development Premises, as is set out in more detail in section 5.3.3 of the Connection Charging Policy.

26

These documents are available at the following link: https://www.water.ie/connections/developer-services/ 27

The policy document is available at the following link: https://www.water.ie/connections/information/connection-charges/ 28

These documents are available at the following link: https://www.water.ie/connections/developer-services/ 29

The 50,000m3 threshold is widely used in the UK as a threshold for Large Water Users, for example Welsh Water (categorise

industrial Customers using potable water by consumption in excess of 50,000 m3

see page 13). Also see Severn Trent (page 7) and Thames Water (page 64).

21

‘Major Connection Agreement’ means a Connection Agreement signed in respect of a Connection

which exceeds the Standard Parameters.

‘Miscellanous Connection Request’ means a request for a Connection related service, as set out in

section 13 of the Connection Charging Policy.

‘Mixed Use Customer’ means a Customer occupying a Mixed Use Premises or otherwise liable for

Non-Domestic charges in respect of such a Premises.

‘Mixed Use Premises’ means Premises used partly as a person’s Dwelling and partly for business

purposes which receive a Shared Supply of water, e.g. a supply serving both a farmhouse occupied

as a sole or principal Dwelling and a farm; or, a shop and a flat occupied as a sole or principal

Dwelling.

‘Network’ means the network of assets, works, infrastructure and all other associated physical

elements owned by, vested in or controlled by Irish Water and which are used, or to be used as the

case may be, to provide Water Services.

‘Network Infrastructure’ means the assets, works, infrastructure and all other associated physical

elements forming part of the Network as are set out in more detail in section 5.3.4 of the Connection

Charging Policy.

‘Non-Domestic Customer’ means a Customer occupying a Non-Domestic Premises or otherwise

liable for charges in respect of such a Premises.

‘Non-Domestic Premises’ means a Premises in which Water Services are used for Non-Domestic

Purposes, defined in the Water Services Act 2007 as (a) agriculture or horticulture, (b) any trade,

industry or business, (c) any purpose incidental to a household or private garden if the water is drawn

otherwise than from a tap inside the household or if a hosepipe or other similar apparatus is used, (d)

central heating other than the central heating of a household; (e) apparatus depending while in use

upon a supply of continuously running water, not being an apparatus used solely for heating water.

‘Occupier’ means in relation to a Premises, the person or legal entity for the time being entitled to the

occupation of the Premises, which person shall, unless proven otherwise be deemed to be the

Owner.

‘Owner’ means, in relation to a Premises, a person or legal entity who, whether for themselves or as

a trustee or agent for any other person or legal entity, is entitled to receive the rent of the Premises (or

where the Premises are not let at a rent, would be so entitled if they were let), provided that nothing in

this definition shall capture:

a. a person who has defaulted on their mortgage and so is not in possession of their home;

b. an agent acting in its capacity as a commercial agent for the sale, lease or rent of the

Premises; or

c. an executor or administrator of the estate of which the Premises forms part.

‘Premises’ includes any part of any public or private building, vessel, vehicle, structure or land

(whether or not there are structures on the land and whether or not the land is covered with water),

and any plant or related accessories on or under such land, or any hereditament of tenure, together

with any out-buildings and Curtilage, but does not include land which is a Public Road, a road which is

the subject of an order under Section 11 of the Roads Act 1993 or a road for which a Local Authority

is responsible in accordance with a non-statutory Local Authority taking in charge scheme.

‘Principal Private Residence’ means the building or part of a building occupied and declared by the

Registered Occupier as his or her only or main residence.

22

‘Project Works Service Agreement’ means a formal agreement made between a Connecting Party

and Irish Water which sets out the terms and conditions governing an engineering assessment(s)

requested to be carried out by Irish Water in respect of certain proposed Connections.

‘Quotable Charge(s)’ means a charge calculated by Irish Water and payable by the Connecting

Party in relation to any and all aspects of the Connection works that fall outside the Standard

Connection Parameters. Any Quotable Charge will be included in the Connection Offer. Depending on

the nature of the Connection, such Quotable Charges may be in addition to a Standard Connection

Charge.

‘Registered Occupier’ means, in relation to a Premises, the Occupier with an account registered with

Irish Water for that Premises.

‘Self Lay Surety’ means a form of financial surety (such as a bond or guarantee) deemed to be

acceptable to Irish Water, which is to be provided by a Connecting Party as financial security in

relation to the provision of Local Infrastructure as part of a Connection in accordance with the Irish

Water Self-Lay Financial Security Arrangements for Vesting Assets30

and the Irish Water Financial

Security Policy.

‘Service Connection Infrastructure’ means the infrastructure required to connect a Premises to a

Sewer or Water Main, as set out in more detail in Section 5.3.2 of the Connection Charging Policy.

‘Sewer’ means drainage pipes and Sewers of every description (excluding Storm Water Sewers),

owned by, vested in or controlled (on a permanent basis) by Irish Water, but does not include a

Customer Drain or Connection.

‘Shared Supply’ means a water service pipe that serves more than one Customer.

‘Standard Connection Charge’ means that part of the Charge that is payable by a Connecting Party

and which covers all elements of the Connection works that fall within the Standard Connection

Parameters as are more specifically set out in the Connection Charging Policy. It is important to note

that, depending on the nature of a Connection, a Connection may be liable to both the Standard

Connection Charge and a separate Quotable Charge.

‘Standard Connection Parameters’: means the criteria (as set out in more detail in the Connection

Charging Policy that a Connection must meet in order to be liable to a Standard Connection Charge.

‘Standing Charge’ means a fixed charge per day applied to Non-Domestic Customers which seeks

to recover some of Irish Water’s fixed costs associated with providing Water Supply.

‘Storm Water’ means rainwater run-off that enters any pipe.

‘Storm Water Sewer’ means any pipe or other conduit (a) used solely for the conveyance of Storm

Water; or (b) designed or intended to be used for the conveyance of Storm Water (whether or not it is

connected to a Sewer by a Storm Water overflow within the meaning of the Wastewater Discharge

(Authorisation) Regulations 2007 (SI No 684 of 2007)).

‘Terms and Conditions’ means the Terms and Conditions which are used by Irish Water as part of

the manner and method by which its charges are calculated so that it performs its functions in a

commercially viable manner in accordance with Section 22 of the 2013 Act. Such Terms and

Conditions form a constituent part of this Water Charges Plan.

‘Threshold Amount’ means the 213,000 litres per year Threshold Amount as specified in the Water

Services Act 2007 (Threshold Amount and Allowance Amount) Order 2017. Charges to Domestic

30

Self-Lay Financial Security Arrangements for Vesting Assets.

23

Customers will only apply in cases where the volume of Water Services consumed exceeds the

annual Threshold Amount.

‘Volumetric Charge’ means the charge per m3 (cubic meter) of water supplied or Wastewater

discharged - 1 m3 is equal to 1,000 litres.

‘Wastewater’ means Sewage or other Sewage Effluent discharged, or to be discharged, to a

Customer Drain, Connection or Sewer but does not include Storm Water31

.

‘Water Main’ means Water Supply pipes owned by, vested in or controlled by Irish Water but does

not include pipes, fittings and appliances in respect of service Connections or Customer distribution

Systems.

‘Water Services’ means all services, including the provision of water intended for human

consumption, which provide storage, measurement, treatment or distribution of surface water, ground

water or water supplied by Irish Water, or Wastewater collection, storage, measurement, treatment or

disposal.

‘Water Service Type’ means the type of Irish Water service a Customer is in receipt of, specifically

Water Supply service, Wastewater service, Combined Service or neither.

‘Water Supply’ means water supplied by the public Water Main.

31

The 2013 Water Services Act excludes the provision, operation or maintenance of Storm Water Sewers from the general functions of Irish Water.

24

Appendix 2 – Context to water charges plan

The application, assessment and recovery of charges under this charges plan is subject to the

provisions of the 2013 and 2017 Acts. Part 3 of the 2013 Act provides Irish Water with the power to

charge Customers supplied by Irish Water in order to allow the creation of a new sustainable funding

model for the delivery of Water Services in Ireland. The 2017 Act amends Section 21 of the 2013 Act.

Section 21 (6A) provides that ‘Irish Water shall not charge for the provision of Water Services (other

than Water Services referred to in subsection (7)) to a Dwelling’. Section 21 (7) provides that ‘Irish

Water shall charge for the following Water Services to a Dwelling:

(a) services that exceed the Threshold Amount;

(b) Connection to the public Water Main and public Sewer; and

(c) reading and testing of water meters requested by a Domestic Customer.

The charges levied by Irish Water shall be calculated in accordance with a water charges plan32

which

will be subject to the approval of the CRU. The CRU is the economic regulator of Irish Water and

Section 39(2) of the 2013 Act sets out matters that the CRU must have regard to when carrying out its

functions. Section 22 of the 2013 Act provides for Irish Water to submit to the CRU a plan (referred to

as a “water charges plan”) for the charging of Customers for the provision of Water Services. Section

22 of the 2013 Act also sets out Irish Water’s responsibilities with respect to what we should include in

our water charges plan, covering:

That the water charges plan shall apply in respect of such period as the CRU shall direct;

The manner and method by which Irish Water shall charge each Customer for the provision of

water;

The costs likely to be incurred by Irish Water in the performance of its functions during the

period to which the water charges plan relates;

That the water charges plan may, where the quantity of water supplied to a Premises is

measured by a meter, make provision for charges to be calculated by reference to the

quantity of water supplied to, and the quantity of Wastewater discharged from, that Premises;

That the water charges plan may, where the quantity of water supplied to a Premises is not

measured by a meter, make provision for charges to be calculated by reference to an

assessment by Irish Water of the quantity of water supplied to the Premises concerned, and

the quantity of Wastewater discharged from, the Premises concerned;

That the water charges plan may make provision for charges in respect of the provision of a

service Connection to or in respect of a Premises.

The water charges plan may specify:

different methods in relation to different classes of Customer as respects the calculation of

water charges;

different rates of charge as respects different classes of Customer; and

different methods of payment in respect of water charges.

Irish Water shall, when preparing a water charges plan, take account of the following matters:

a) the need to ensure that Irish Water performs its functions in a commercially viable manner;

b) the public utility nature of its functions; and

c) the need to maintain a balance between the matters referred to in (a) and (b).

32

Part 3, Section 22 of the 2013 Act specifically refers to Irish Water responsibilities with respect to its water charges plan.

25

All of those methods, rates and other associated matters in connection with the charging of

Customers will be set out in Irish Water’s Terms and Conditions.

Following a period of consultation, the water charges plan was published by the CRU on 30th

September 2014 in accordance with its powers under Section 22 of the 2013 Act. However, the 2014

Act gave effect to Government decisions on water charging which had implications for the water

charges previously approved by the CRU. Section 3 (8) provided that ‘the charging of Domestic

Customers of Irish Water for the provision of water services provided for in this section was deemed

to be part of the approved water charges plan’. Section 3 (9) provided that ‘Irish Water shall make any

consequential amendments to the approved water charges plan necessary to provide for the matters

provided for in this section’. Section 3 (10) provided that ‘Irish Water shall when amending the water

services plan under subsection (9) submit any part of the amended plan which is consequential to its

amendment to the CRU for approval under section 22(8) of the No. 2 Act of 2013’. Irish Water

charged Domestic Customers for domestic Water Services in accordance with the arrangements set

out in the 2014 Act for the period 1st January 2015 until 31

st March 2016.

The 2016 Act was passed on the 26th July 2016 suspending billing for domestic Water Services for at

least 9 months. The 2017 Order (Amendment) extended the period of suspension to 31st December

2017. The 2016 Act amended section 3 of the 2014 Act by inserting subsection (1A)(a) which

provided that ‘Irish Water shall not charge for Water Services provided to a Dwelling in respect of the

period (in this subsection referred to as the ‘first-mentioned period’) commencing on 1st July 2016 and

ending on 31st March 2017’. Subsection (1A) (b) allowed for an extension to the 9 month period by

providing that ‘the Minister … may… make an order extending the first-mentioned period…’. The first

mentioned period as prescribed in subsection (1A)(a) of Section 3 of the Water Services Act 2014 (as

inserted by Section 2 of the Water Services (Amendment) Act 2016) was extended by the 2017 Order

(Amendment) to the 31st December 2017.

Subsection (1A)(e) of the 2016 Act, together with the 2017 Order (Amendment), further provided that

Irish Water shall not before 31st December 2017 ‘issue a bill for Water Services provided to a Dwelling

in respect of the period 1st April 2016 to 30

th June 2016.

The 2017 Act discontinued all liability for charges for Water Services provided to a Dwelling from 1st

April 2016 until 31st December 2018. Section 15 of the 2017 Act provides for the charging of Domestic

Customers that exceed the Threshold Amount (Excess Use Charges). Excess Use Charges will take

effect in 2020 and will be reflected in a future version of the water charges plan.

On 17th July 2019 the CRU published its decision on the Household Water Conservation policy

(Excess Use Charges). The decision provides for the introduction of Excess Use Charges with liability

commencing from 2020.

This document represents Irish Water’s revised scheme of charges reflective of the deemed changes

set out in the 2017 Act, their consequential impact and a number of previous Government and CRU

directions which in totality comprise the water charges plan. Irish Water’s scheme of charges should

be read in conjunction with the following supporting documentation:

CRU Water Charges Plan Decision;

Water Services Act 201733

;

The Water Services Act 2007 (Threshold Amount and Allowance Amount) Order 2017,

Statutory Instrument 597 of 2017, signed 20th December 2017;

Water Services Act 201434

;

Water Services Act 200735

;

33

Water Services Act 2017 (Act No. 29 of 2017) 17th November 2017.

34 Water Services Act (Act No. 44 of 2014) 28

th December 2014.

26

Water Charges Plan Supporting Information CER14407 A 03;

Modified Water Charges Plan Additional Information36

;

Government Announcement on Water Allowances37

;

Water Charges Policy Direction 201438

;

Allowed Revenue Determination39

[CER/16/342]

Domestic Tariff Design Principles40

;

Non-Domestic Interim and Enduring tariff arrangements41

;

Method for Applying Discounts for Water not Fit for Human Consumption to Large Non-

Domestic Customers42

;

Water Quality and Large Non-Domestic Customer Tariff Discounts – CRU approved

process43

;

Irish Water Domestic Customer Handbook44

;

Irish Water Non-Domestic Customer Handbook45

;

Irish Water Terms and Conditions46

;

Irish Water Connection Charging Policy47

;

Irish Water Connection Charging Policy Decision Paper48

[CRU/18262]; and

Irish Water Connection Charging Policy Explanatory Paper49

Irish Water’s Household Water Conservation Policy (Excess Use Charges) Decision Paper

[CRU/19086].

35

Water Services Act 2007 (Act Non. 30 of 2007) 14th May 2007.

36 CER15004 Water Charges Plan Supporting Information.

37 Government outlines free allowance for water and funding for Irish Water 6

th May 2014.

38 Water Charges Policy Direction 2

nd July 2014.

39 Decision on Irish Water Revenue for 2020 to 2024.

40 Irish Water submitted its proposals to CRU on Domestic Tariff Design Principles: click to view Irish Water Domestic Tariff

Design Proposals. 41

Irish Water submitted its proposals to CRU on Non-Domestic Interim and Enduring Tariff Arrangements, click to view Irish Water Non-domestic Interim and Enduring Arrangements. 42

Method for applying discounts for water not fit for human consumption to large non-domestic customers CER/15/182 2015 43

Water Quality and Large Non-Domestic Customer Tariff Discounts - CRU approved process CRU/15/183 44

Irish Water Domestic Customer Handbook, CRU/17/319, 14th November 2017.

45 Irish Water Non-Domestic Customer Handbook, CRU/17/318, 14

th November 2017.

46 Irish Water Terms and Conditions for Water Services - Domestic Customers 2

nd October 2017.

47 Irish Water Connection Charging Policy 18

th December 2018.

48 Irish Water Connection Charging Policy Decision Paper CRU/18262

49Irish Water Connection Charging Policy Explanatory Paper 18

th December 2018.